HELP

Frequently Asked Questions

Is there a new version of SmartOffice?

Yes! SmartOffice has been evolving for many years. We are pleased to release a completely redesigned SmartOffice with a new user interface that makes it more familiar and easier to use.

Our new UI is based around a simpler menu navigation bar located at the top of the screen, much like Office desktop. We have retained all the features and functions of SmartOffice 2 (and fixed some bugs); they are just more elegantly and intuitively placed for your use.

This new UI rests upon a more streamlined architecture that will deliver a smoother, more responsive user experience (and help us maintain the product most effectively). This new version is technically SmartOffice 3, but we have decided to simply call it SmartOffice.

Please note: We have already introduced this new version of SmartOffice to the App Store. Our Android version for Google Play will be released very soon. We are also updating our SmartOffice DevKit to this new version for both iOS and Android and have this available for enterprise customers.

If you are interested in an enterprise version of SmartOffice, please contact us and we will be happy to assist you.

Will you be supporting the old version of SmartOffice (SO2)?

We will no longer support the old version with respect to making bug fixes and feature enhancements. All of our development work from now on will be directed to the new version. For a short time, we will continue to answer questions that are submitted via our forum (smartoffice-forum.artifex.com), or via email (sosupport@artifex.com).

If you find any bugs or have any feedback on our new version, please get in touch with us. The best way to contact so will be from within your SmartOffice app; simply tap on the a new ‘Support’ menu in the app home page which will connect you directly to our support team.

Can I still use my old version of SmartOffice (SO2)?

You may continue to use SmartOffice 2 if you choose not to upgrade. However, we will not be fixing any bugs or adding new features to SmartOffice 2. It will be removed from the app stores and will not be available for download if you get a new phone or tablet.

How can I get technical support?

If you are having trouble with or have questions about SmartOffice, there are a few things you can do to get help.

First, check the FAQs for your question. You might find the answer you need right here.

Second, check the User Guide or Getting Started Guide on your device. We have lots of product information and tips in these two pieces of documentation.

Third, if you find any bugs or have any feedback on our new version, please get in touch with us. The best way to do so will be from within your SmartOffice app; simply tap on the a new ‘Support’ menu in the app home page which will connect you directly to our support team.

When contacting us about a bug or problem, the more information you provide at the outset, the less correspondence we will need to exchange. It makes it easier for everyone. Please tell us details regarding your issue such as:

Where did you acquire SmartOffice?

Did you recently upgrade your operating system or application?

What language(s) are you using in your documents/files?

What is the format of the problem file (doc, docx, ppt, pptx, xls, xlsx)?

Where are your documents stored (locally on the device, in a cloud storage account, as an email attachment)?

Describe the issue step-by-step (i.e., the steps that led to your problem); this is very important as it allows us to reproduce the problem (the first step to solving it).

If you get an error message, please take a screen shot for us to review.

If the problem happens with a particular file, then please give us a copy of that file.

We try very hard to respond to every inquiry promptly, but we are human so please allow us a little time to review and respond. We’ll do our best to get back to you in a reasonable time.

I am having trouble finding my files in my newly updated version of SmartOffice. Where are they?

When you upgrade your SmartOffice to our new version (SmartOffice 3.0), files generally are not deleted from the device and should be available if you know where to look. SmartOffice has used different locations over the years, and depending on how long it’s been since your last upgrade, the previous folder name may or may not be “seen” by the latest version of SmartOffice.

If you cannot find your files after updating, here’s what we suggest you do to find them, depending on your operating system.

Android Users – When you launch SmartOffice, please check the Storage locations presented to you on the main screen, and select “ALL”. This will take you to a view of the folders on your device including two that hold documents. There should be a folder named “My Documents” and a folder named “Documents”. If you check each of those folders, you should find the files you saved with the previous version of SmartOffice.

If you do not find your files in these folders, please open a customer support ticket directly from your app – tap “Support” on the home screen, then “Contact Us” and follow the on-screen directions from there. Should you contact us, please also send screen shots of your “All” folder showing the presence or absence of each of these two folders.

iOS Users – Unlike Android, iOS does not provide a native folder navigation tool. For iOS, you’ll need to connect your device to a computer to view the folder structure and contents. (Unfortunately, iTunes offers only a restricted view of the mobile device.) From a Windows computer, Windows Explorer will allow you to navigate through your mobile device folders. From a Mac OS computer, you’ll need to obtain a third party program to view the device contents; there are several available, but it is our policy not to recommend software from other vendors.

What is my BlackBerry Access Code?

If you have this question, chances are you may have downloaded the wrong product. There are two versions of SmartOffice, one of which is a specialized enterprise version, SmartOffice for BlackBerry. The SmartOffice for BlackBerry application is for business customers who already have a BlackBerry Dynamics server installed at their company. It is a major enterprise installation and the SmartOffice for BlackBerry application will not work without a connection to a BlackBerry Dynamics server.

If you are an individual or your company does not have BlackBerry Dynamics, please download SmartOffice 2 from the Apple iTunes Store (iOS) or from Google Play (Android).

If you already have a BlackBerry Dynamics server, you will be able to generate a key. Please check the instructions for your server. If you need support generating a key, contact your BlackBerry Dynamics Server Administrator.

If you work for a large company and want to consider a BlackBerry Dynamics Server for your organization, please visit the BlackBerry corporate site https://us.blackberry.com/enterprise

Why can’t I find locally stored files after an OS or SmartOffice update?

SmartOffice uses a folder on the device to store files locally which you’ll see as “My Documents” from within the application. All your local files should be preserved during an update to your Operating System or SmartOffice application. Nevertheless, it is possible that something will go wrong with an upgrade causing documents to be lost. Therefore, we recommend that you back up your locally stored documents before you upgrade your operating system or the application.

I cannot save or open a Word document. What is the problem?

We have discovered several reasons why files won’t open or save in SmartOffice. Most of the time it is due to a problem with the contents of the source document. Here is a list of the possible reasons a file will not open:

Track Changes in Word is turned on and used in the originating document. This feature is not supported in the current app store (individual user) version of SmartOffice (Track Changes is currently only available in the enterprise version of SmartOffice).

File Size – Your document may be too large. If opening a file exceeds the available RAM on the device, SmartOffice cannot open the file. You can try closing other applications to free up space to see if that will allow you to open your file.

File Name – Special characters or extremely long file names can pose problems for the operating system and SmartOffice. In general, file names should be as short as possible, and limited to alpha-numeric characters and three special characters (space, hyphen and underscore). We recommend only using one period in a file name to separate the name from the extension (i.e. xxxxxxxxx.doc).

Password Protected file – Smart Office can open password protected files in current formats (docx, xlsx, pptx only), but it will not open password protected files in older formats (doc, xls, ppt). SmartOffice does not allow you to edit passwords, or to add/remove a password at this time. (We’re working on adding this feature.)

Do I need to back up the files stored on my mobile device?

It is generally accepted for all computing devices that you should never store your important files in only one place. It is even more important with a mobile device because of the possibility that it will be lost, stolen or damaged. We strongly recommend that you take steps to backup files stored on your device.

Why can’t I see my external SD card?

This is a known SmartOffice bug for Android. We have discovered that some versions of the Android operating system do not allow SmartOffice to “see” an inserted SD Card on some devices. We are working to correct that problem.

Why can’t I see my PowerPoint slide notes?

SmartOffice currently does not support PowerPoint slide notes. If slide notes were created from within MS Office on a computer, the notes will be part of the file, but you will not be able to view or edit existing notes, or create new ones. We are working to add this feature in a future release.

Does SmartOffice have Track Changes?

Yes! Our enterprise version of SmartOffice does support Track Changes for Word (.docx version only – this covers all versions of Microsoft Word 2007 forward). We have plans to release Track Changes in retail app store versions (for individual use) in the future.

Why do I sometimes get the message “Invalid Application License”?

This is an issue for SmartOffice on some Android devices where the application was downloaded from Google Play. Google Play requires that application licenses be validated regularly. This can only occur when your device is connected to the internet via wi-fi or your phone carrier’s network. If your device is offline for more than 24 hours, SmartOffice may fail to launch.

What printers does SmartOffice support?

It is possible that printers similar to ones on the supported list may work, but we cannot guarantee this.

Google Drive Access Error 403

In April 2017, Google changed the login/authentication process which caused SmartOffice to be unable to reach Google Drive from within the application. When you attempt to reach Google Drive, you get an error message:

“403 Error: disallowed_useragent.”

Our new version of SmartOffice scheduled for release at the end of June of 2017 will repair this connection problem.

In the meantime, use the device interface to reach your account on Google Drive, then select/open a file, and your device should prompt you to open the file with SmartOffice.